Use automation to add field value to comment on a linked ticket.

[Greg Smith]

Hello, I am trying to create an automation that will take the field value from a linked ticket and add to a comment on the original. The automation triggers on a change to the Sprint field value then adds a comment to the linked ticket.

Essentially customers can raise support tickets via service desk. These create linked tickets on developer projects that are assigned sprints. I wish to pass the assigned sprint to the service desk ticket in the comments.


I have tried variations of {{issue.customfield_XXXXX}}, {{issue.Sprint}} etc. However I believe because the field doesnt exist on the original linked ticket its not showing up.

Is it possible to transfer the value from the original ticket to the linked ticket via automation without adding the field to the service desk?

[Greg Smith · Accepted solution]

For more context. I have been using smart values to create a variable based on variations of {{issue.customfield_XXXXX}}, {{issue.Sprint}} as I thought this would bypass the need for the field to be present in both tickets.

[Greg Smith]

I was being a fool and creating the smaert variable at the wrong point in the ticket. Working as intended.